Ladyfield House

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We observed staff to be kind and caring and involved people in daily tasks. Care plans were person centred and stated peoples likes, dislikes and preferences. Staff upheld people's privacy and dignity, and we saw staff closing doors to offer people privacy while using toilets and bathrooms. Staff knocked on doors prior to entering bedrooms and exchanged greetings as they entered people's rooms. One relative said, “[Family members] room is beautiful and [name of relative] had a choice of rooms and [name of relative] likes to watch people coming and going so they chose to look over the car park. They [staff] seem to want to give [name of relative] what [name of relative] wants for their individual needs.”

One person said, “My room is ok, I have a lot of photographs of my family.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture, unique backgrounds and protected characteristics. Staff were thoughtful about their interactions with people. People's individual preferences were documented in care plans and actioned. For example, 1 person's care plan stated they liked birds and staff had placed a bird feeding stand outside their window filled with bird food to attract birds. This made the person very happy and content.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People had access to things that interested them and contributed to their well-being. The home had employed an activity co-ordinator who was motivated to provide meaningful activities. People felt involved in their care. One person said, “I can have a bath or shower when I want.” Another person said, “I can make my own choices.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff responded to people when they required assistance, although this was not always immediate.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The management team had facilitated a staff member who had to take time out to pray as part of their religion. The provider had a flexible working policy and procedure which stated that staff could apply for flexible working arrangements.